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Review summary
Leonardo Hotels has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
Disappointing. Tried on two separate evenings to contact Room Service and, failing that, Reception from room phone. No answer on either occasion. The room was up a flight of 10 stairs. I was not made aware of possible accessibility issues before arrival and found this challenging which for a "superior" room is not good enough. I had difficulty finding help with my case and struggled with the stairs. Having said that the staff with whom I interacted were, on the whole, very nice and the food, when I finally got it, was fine. TV offerings very poor. Just not good enough for an allegedly highly rated hotel. (Edinburgh, Murrayfield)
Nothing like making a booking that the hotel gets wrong & when they kindly promise to re-imburse they actually change the facts so that they don’t have to re-imburse the customers. When you know you were at the hotel at 10am to check in & you’re told that you got the date wrong & then you see that they update Booking in the afternoon as a ‘no show’. I don’t know why Booking wants to list such hotels on their database when such bad service from the hotel reflects badly known them as well.
Leonardo hotel - Tel Aviv
This business customer ain’t coming back!
Have just booked my 4th visit this year. at Leonardo Hotel Gateshead Quays, fabulous, as always very friendly staff , Ann on reception so helpful, and always give us a welcome as we arrive, the furnishings in bar, and lounge have been renewed, plus an added touch of complementary cold drinks from the dispenser in reception rooms cleaned and all tea coffee and milk , plenty of it every day, the bar staff and resturant staff are fantastic, my next visit already booked
While checking into my suite at the SEAFOS Luxury Resort & Spa Hotel in Nafplio, Greece the Security Guard/Reception Staff negligently directed my partner and I to park in an area incapable of safely accommodating our Van, resulting in substantial damage to the body panels of our vehicle. Following the damage to our vehicle I confronted the hotel Mgr. (Vasilis Keritis) who agreed that his staff was negligent and that he was willing to do what was necessary to restore our vehicle. Yet the following day, when I inquired how the SEAFOS Hotel was going to arrange payment for the repairs necessary to fix our van , Vasilis Keritis reversed his position claiming his staff was not at fault. Out of hundreds of hotels I've stayed, throughout 55+ different countries, this is BY FAR THE WORSE ONE YET!!!
My Gucci shoes got stolen from my room! No recourse!
My Gucci shoes got stolen from my hotel room, and I’m being taken from pillar to post. I’m also being told to wait till I get to South Africa before I have a conclusion, which makes no sense! We pay way too much money for these kind of things. Utterly disappointed in this hotel and it makes me wonder what kind of place it is!
Very poor customer service- our trip was cancelled due to a friend’s deteriorating health, the booking was not able to be transferred to enable us to use it, I will not recommend this hotel chain and shall not use again
I made an enquiry requesting information of where to find the Breakfast menu and item list - as I have some allergies, and I was looking to possibly book a 5 night stay in Derby.
I was unable to find any menu or list on their website relating to the Breakfast.
After 4 days of waiting, after receiving an automated response saying will be a few hours, I give up and will look to book elswhere.
I had booked a one night stay for myself to have some down time.
I had requested a room with a view when booking and the view was of the block opposite.
Check in was easy and I had booked an extra hour late check out as I had booked in at a nearby spa for the Saturday.
Robes were uncomfortable and had dirty marks on them.
Coffee pod machine didn’t work when I went to use it in the morning.
Wanted to order room service and a drink to the room and was told I wasn’t able to order drinks and would have to go down to the bar myself. I called reception and was told that wasn’t correct. I ended up cancelling the room service as it took over 50 mins and I had to be up early.
Next morning I used the gym and swimming pool which was nice but when I went back up to my room to get ready, I found a bed bug on my bed!
When I went down to reception to let them know I was offered my late checkout fee back and a bottle of water. Plans for the day ruined as all I wanted to do was go home and shower and hot wash my clothes and even after emailing customer services I have received no correspondence.
I had an extremely disappointing experience at the Leonardo Royal Hotel Tower Bridge, 45 Prescot St, London, E1 8GP, England. As someone who travels weekly, this is the first negative review I’ve written in 10 years, which speaks to the level of dissatisfaction I felt.
The management team was unhelpful and dismissive, seemingly more interested in brushing off my concerns than addressing them. Twice during my stay, I was disrupted by staff knocking on my door at 9:30 p.m ish., mistakenly delivering food orders due to what I assume was a failure to properly confirm room numbers.
When I inquired about taking photos within the hotel, I was told I needed to send an email for permission. I had already sent four emails a week prior, only to later learn that no one monitors that email address—a frustrating and unprofessional process.
To add to the disappointment, my room was not clean, and despite raising this issue twice with reception, I was met with dismissive behavior and even felt ridiculed.
Unfortunately, this was my first and will certainly be my last stay at a Leonardo Hotel. Between the lack of professionalism, poor service, and inadequate cleanliness, I cannot recommend this establishment to others.
If I could give it No stars "I would"
I stayed at Leonardo Royal Hotel Southampton Grand Harbour, 25 January for two nights.
On arrival we were informed breakfast would be 06:30 - 11:00 in the restaurant and to phone reception for any assistance.
We stayed in room 401. The room was clean and well equipped, although there were some dirty marks, rust?, on the step out to the balcony and small patches where the enamel had worn away on the bath. There were two dressing gowns and one pair of spa slippers.
We used the pool, sauna, steam room and Jacuzzi. I asked for an additional pair of spa slippers for my husband. The slippers were delivered to our room, whereupon staff insisted I recheck the wardrobe in their presence before issuing them.
The following morning we enjoyed breakfast and headed out to meet friends.
On our return our key cards did not work. I returned to reception where they were replaced. I noted a sign saying the Jacuzzi and sauna were closed for repairs. I remarked to the reception staff that this was disappointing, as my husband, a non-swimmer, could only use the Jacuzzi.
On entering the room it had not been "refreshed"/room service. I phoned reception to query the reason and to request toilet rolls. The phone was not answered. I returned to reception. There was one person on the desk engaged in a conversation with a caller attempting to book a room. After around five minutes the receptionist caught the eye of the concierge and asked him to "find out what they want". I asked for a toilet roll, the concierge returned a few minutes later with a toilet roll, my husband asked for another, which the concierge returned with. I asked the concierge if room service was included. The receptionist held the mouth piece on the phone and said that we should have displayed the "refresh my room" sign. I told her we did not have one, she then continued her call and we returned to our room.
On returning to the room, I phoned reception and explained that although the staff had been polite and welcoming, the lack of slippers, room service and Sauna and Jacuzzi was not the standard we were expecting and that we would be reviewing appropriately, and that I felt it fair to report to the hotel direct first. I was asked if I would like to report this to the duty manager, i said that I was satisfied the message would be communicated to the duty Manager.
On our final morning we headed down to breakfast at 10:15. The breakfast had ended and we were told by staff that on weekdays breakfast service ended at 10:00.
I went to reception and explained we were not told this on arrival the reception staff told us the breakfast was until 11:00 weekends and ended at 10:00 on weekdays. I explained our experience the varied issues we had experienced and that this had not been explained to us on arrival. The staff confirmed my name and room number and told us that they would fetch the guest experience manager. The staff left the desk returning in 2-3 mins and told me to wait, the manager was on their way. I explained I would not wait, I would be in my room packing my bag.
We packed and left the hotel.
I complained to staff during our stay and on two occasions managers had opportunities to discuss our issues with us and offer appropriate compensation.
I was handed toilet rolls in the reception area. I was told "management had made the difficult decision" to close the Jacuzzi and Sauna (more difficult for customers no??). I was told I should have displayed the "refresh my room" sign (totes my fault of course). I was interrogated about spa slippers! Finally I was told breakfast times, with a smile.
Far short of expectations given The Jurys inn experiences and reputation I am familiar with. Tried to contact direct, but due to the limited text box, had to review. I tried on multiple occasions to report these issues direct.
DISAPPOINTING EXPERIENCE AVOID
This review is my experience of the SOUTHAMPTON ROYAL ONLY.
I am so dissapointed at this hotel I don't even know where to start. My beats headphones were stolen from this hotel. This was just given to me as a Christmas gift and they are pretty expensive. I tried to work with them for over 2 weeks and sent them proof my headsets were in the hotel when I returned back to the States. Apple technology allows you to track your devices and even though I sent evidence they didn't care to investigate enough what happened. Only 2 people supposedly entered our room while we were there, maintenance to repair bath tub and housekeeping. The housekeeping manager took weeks to finally respond only to say there were not found. She didn't even take the time to obtain enough information. Beats headphones were stolen in the case with charging cable as they come from the store brand new.
Completely incompetent, avoid like the plague.
Numerous hotel room key continuously failed to open the hotel door. No action was taken, even when hotel security came and tried to open the door with the latest key given to me.
I left a belt behind. The hotel helpfully called to let me know but after 3 weeks and 5 staff members following their procedure, they have lost it, denied losing it, agreed they lost it, offered a refund and failed to do that.
On top of that, the place is pretty run down and rubbish. Just avoid it.
Tried to book a stay at the Leonardo Royal Southampton using their 20% discount for new loyalty members. The website quoted me £245.60 for my reservation (instead of £307) for agreeing to sign up to their loyalty program. But when the payment was processed, it charged me £308 (FX differences?) and signed me up to the loyalty program.
To make matters worse, neither the hotel front desk or the reservations team can do anything to correct this. They can only ask me to email written details of the issue to the "email reservations team", who can then investigate and respond. And there is no way to speak to the email team.
To make matters even worse, the UK reservations number is an 0870 premium number - so they charge you for trying to get their mistake corrected.
And as if that is not bad enough, the booking is for the next business day, and the "email reservations team" investigating this will take 24 hours to respond.
The central reservations call centre and hotel reception were embarassed but could not do anything. Shitty systems, shitty processes, shitty company ethos.
This is just sooooo disappointing. Leonardo Hotels have fallen down and failed miserably at the very first hurdle. I've travelled regularly for business for almost 30 years and never come across a hotel this awful. AVOID AVOID AVOID.
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